• Job Description

  Req#: 8527

  What you'll bring to the team

  Job Title: Guest Experience SupervisorDivision: Gateway North AmericaDepartment: OperationsReports to: Guest or Operations ManagerJob Level: Non-ManagerExemption Status: Non-Exempt

  Job Summary

  The Guest Experience Supervisor provides front-line leadership for the Guest Experience Team, ensuring exceptional service, operational efficiency, and the health and safety of guests and staff. This role is hands-on, supporting day-to-day attraction operations and acting as Duty Manager during scheduled shifts.

  Qualifications & Experience

  Key Responsibilities

  • Lead by example on the attraction floor, driving Guest Obsession standards and ensuring safe operating procedures are followed.

  • Deliver exceptional guest service while maintaining operational flow and team morale.

  • Support daily staffing, scheduling, and training; coach and mentor team members.

  • Facilitate daily briefings and maintain effective communication across departments.

  • Monitor guest areas for service quality, cleanliness, and overall experience; implement service recovery strategies when needed.

  • Support the creation and execution of team incentives and service improvement strategies.

  • Assist with team performance management, appraisals, and development.

  • Track inventory, report on KPIs, and promote initiatives to enhance guest satisfaction and secondary spend.

  • Collaborate with management to implement new ideas and continuously improve guest experience.

  • Ensure compliance with all safety, security, and operational policies.

  Qualifications & Experience

  • High school diploma or GED required.

  • Minimum 2 years of supervisory experience in a guest-facing, high-volume environment (e.g., retail, attractions, or hospitality).

  • Strong leadership, communication, and sales skills.

  • Proficient in POS systems and multi-tasking in dynamic settings.

  • Experience in training, coaching, and performance management preferred.

  Physical & Working Conditions

  • Must be able to work flexible hours, including weekends and holidays.

  • Requires prolonged periods of standing, walking, bending, and lifting (up to 70 lbs with or without accommodation).

  • Exposure to varying noise levels, temperatures, and lighting conditions throughout the attraction.

  Core Competencies

  • Guest-Focused Leadership: Inspires the team to deliver outstanding experiences.

  • Accountability: Owns outcomes and ensures commitments are met.

  • Collaboration: Builds trust and fosters teamwork.

  • Adaptability: Stays effective under changing demands.

  • Communication: Clearly conveys expectations and motivates others.

  Benefits

  Benefits of Joining Merlin Entertainments!

  Excellent Health Care Options: Comprehensive medical, dental, and vision coverage. Outstanding Paid Time Off (PTO): Enjoy well-deserved breaks to recharge! Merlin Magic Pass: Free entry for friends and family to our amazing parks & attractions. Recognition Programs and Rewards: Celebrate your achievements and hard work! 401(k) Program: Save for the future with company matching contributions. Tuition Reimbursement Programs: Get support for further education and career growth. Numerous Learning and Advancement Opportunities: Grow your skills and advance your career with us!Ready to be a part of the magic? Apply today and start your adventure with Merlin Entertainments! ✨

  Pay Range

  From USD $21.00/Hr.

• About the company

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